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Making a complaint

How to make a complaint

At Quilter, we know that sometimes things go wrong, and if and when they do, we want you to know we're on hand to help. This will allow us to fix the problem and learn how to improve our service.

We're here to listen and understand if you need to complain. And to do this effectively, we need to get you to the right person. We have different teams for you to speak to, depending on the nature of your complaint. Please choose the right team below. We will do our best to investigate your concerns, look into things properly, and respond to you as quickly as we can.

Who should you contact?

If your complaint is about the administration or service of a product with Quilter:

If your complaint is about your adviser or the financial advice you’ve received:

If your complaint is about Quilter Cheviot:

If your complaint is about Quilter Cheviot Financial Planning (formerly Quilter Private Client Advisers):

If your complaint is about a Quilter Investors fund:

How will your complaint be dealt with?

  • We aim to acknowledge receipt of a complaint, in writing, within five working days of it being received.
  • Where applicable, under the rules of our regulator, the Financial Conduct Authority, we must thoroughly investigate and respond to complaints within eight weeks of receipt.
  • However, in all cases, we aim to do better than this and address your concerns fully at the earliest opportunity, and we will contact you again as soon as we can.
  • Please be aware that more complex complaints may take longer to resolve, but we will inform you of our progress and indicate when you can expect a final response.

If you're not happy with the outcome

If your complaint is not dealt with to your satisfaction, you may, where applicable, be able to refer the matter to the Financial Ombudsman Service (FOS). We will let you know if this is the case. The complaint must have been considered by Quilter first before the Financial Ombudsman Service will consider it.

Any referral to the FOS must be made within 6 months from the date of our final response letter or the FOS may refuse to investigate your complaint further.

If you need to contact the Financial Ombudsman Service:

Call them on: 0800 023 4567

Email them at: complaint.info@financial-ombudsman.org.uk

Write to them: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

If your complaint concerns the administration of a pension product, contact the Pensions Ombudsman:

Call them on: 0800 917 4487

Email them at: enquiries@pensions-ombudsman.org.uk

Write to them: The Pensions Ombudsman, 10 South Colonnade, Canary Wharf, E14 4PU